CLIENT CASE STUDY
How Freedom Mortgage Transformed the Borrower Journey
CUSTOMER
Freedom Mortgage
SOLUTION STACK
Service Cloud
Marketing Cloud
Live Message
STORY SUMMARY
Freedom Mortgage sought an experienced partner who could implement Service Cloud, Marketing Cloud and Live Message to streamline the borrower journey for employees and clients while improving their financial results.
High impact, good ROI first. Fortimize takes the time to get to know your needs and implements a solution that gets bottom-line results.
THE CHALLENGE
Freedom Mortgage faced several challenges impacting both customer experience and operational efficiency.
- No customer 360 resulting in lost loans and reduced employee productivity.
- Reactive customer outreach rather than proactively managing the Borrower journey.
- Negative customer survey results. Extended days to close a loan, which meant delayed revenue recognition.
- Customer abandonment between application and closing.
SOLUTION
To improve borrower engagement and streamline internal workflows, Freedom Mortgage implemented a comprehensive Salesforce solution.
- Calendar and Events to schedule appts with Borrowers.
- Borrowers can schedule appts via email integration.
- Custom Lightning component to show calendar avail and borrower timezone for scheduling.
- Lightning Console for multiple workspaces for each loan.
- Service Cloud for consolidated customer information with Reports & Dashboards.
- Live Message for appt confirmations and reminders.
OUTCOMES
- Freedom Customer Advocates could see their daily responsibilities.
- Management could track and manage sales opportunities. Managers were hitting incentive goals and close rates were up 30%.
- Loan closure days were reduced.
- Borrower engagement was improved. Customers stayed with them through the mortgage process, which translated into $15M in additional revenue over 1 year.
